As shown by the 2015 Global Contact Centre Benchmarking Report, businesses having a strong social media presence is important to the next generation of consumers. However, with so many different social media options available, it can be overwhelming to even think about getting your company started with any social networking site.
John Rampton in Forbes suggests identifying your social media goals and objectives before setting up a social media account. He also suggests businesses take the time to learn how their target platforms work and figure what their target audience is. Knowing your audience can help you understand what they need, which will allow you to deliver the content they want to see and make them more interested in your business.
Once you have established a social media account, be sure to post often – but not too often. Make sure your posts are timely and relevant to any current events. For example, if your company attends a local event, post pictures from that event as soon as possible. Using tags and hashtags effectively will also help others find your posts easily.
If you branch out to multiple types of social media, Rampton advises to treat each as its own entity, and post unique content to each. It may seem tedious to update multiple accounts, but followers will feel rewarded and in the know when they see information exclusive to one platform.
As more customers turn to social media for support and help, it is important to respond to and resolve customer complaints on social media pages in a timely and professional manner. When other customers see that you were listening and willing to respond to complaints, they will feel more important and valued.
Each business will use social media in different ways, but outlining your goals, understanding your audience, being active on multiple accounts, and staying professional in all customer interaction can greatly benefit everyone trying to grow their social media presence.